Learn how to communicate effectively with your stakeholders during a crisis. Discover the best channels, tools, and messages for crisis communication.

In a crisis, clear communication is vital. As CRO, I prioritize a multi-channel approach. First, identify stakeholders: investors, employees, media. Then, tailor messages. For time-sensitive updates, internal alerts and social media are key. For in-depth explanations, consider town halls or video messages. Regular briefings with media maintain control of the narrative. Remember, transparency builds trust during a crisis.

What are the best channels and tools to communicate with your stakeholders during a crisis?

Crisis situations can pose serious threats to the reputation, performance, and survival of any organization. As an operational risk manager, you need to communicate effectively with your stakeholders during a crisis to manage their expectations, provide accurate information, and maintain trust and confidence. But what are the best channels and tools to communicate with your stakeholders during a crisis? In this article, we will discuss six aspects of crisis communication that you should consider.

1 Identify your stakeholders

The first step in crisis communication is to identify your stakeholders and their needs and interests. Stakeholders are any individuals or groups that are affected by or can influence your organization's actions and decisions. They may include customers, employees, regulators, investors, media, suppliers, partners, and communities. You should map out your stakeholders and prioritize them according to their level of impact, urgency, and influence. You should also segment them according to their preferred communication channels and formats.

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2 Choose your channels

The second step in crisis communication is to choose the most appropriate channels to reach your stakeholders. Channels are the means of delivering your messages, such as email, phone, social media, website, press release, or face-to-face meeting. You should select the channels that are most accessible, reliable, and familiar to your stakeholders. You should also consider the speed, frequency, and tone of your communication. For example, you may use email for formal and detailed updates, phone for urgent and personal messages, and social media for quick and interactive responses.

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3 Select your tools

The third step in crisis communication is to select the tools that can help you create, manage, and distribute your messages. Tools are the software or platforms that enable you to communicate effectively, such as email clients, project management systems, video conferencing apps, or social media management tools. You should choose the tools that are compatible with your channels, easy to use, and secure. You should also ensure that you have backup tools in case of technical issues or disruptions.

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Ken Tobin, CPA, CISA

Highly skilled at identifying cost-effective solutions that offer advances and competitiveness through risk awareness.
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One effective way to communicate is to setup a real-time alert process in the Service Desk incident management system & MS Teams group messaging. This assures that the outage impact on the CSI (e.g. RTO & RPO) is identified and communicated efficiently and effectively throughout the organization. AI can be used monitor the situation as things typically change rapidly.

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4 Craft your messages

The fourth step in crisis communication is to craft messages that convey key points, facts, and actions. When crafting these messages, it's important to use simple and direct language, be honest and transparent with your information, acknowledge the emotions and concerns of your stakeholders, ensure consistency with your organization's values and goals, and proactively anticipate the questions and needs of your stakeholders.

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5 Monitor your feedback

The fifth step in crisis communication is to monitor the feedback that you receive from your stakeholders. Feedback is the response or reaction that your stakeholders give to your messages, such as comments, questions, complaints, or compliments. You should monitor your feedback to measure the effectiveness of your communication, identify any gaps or issues, and adjust your strategy accordingly. You should also respond to your feedback promptly and respectfully and thank your stakeholders for their input.

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Sung-Ho Ahn, PhD JD
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First-best are your functioning channels: Keep them going, as those will shape your minimum outreach. Then turn to the quiet channels where you expected more traffic.

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6 Evaluate your outcomes

The sixth and final step in crisis communication is to evaluate the outcomes that you achieve from your communication. Outcomes are the results or impacts that your communication has on your stakeholders and your organization, such as awareness, understanding, trust, satisfaction, or loyalty. You should evaluate your outcomes using quantitative and qualitative methods, such as surveys, interviews, analytics, or reports. You should also document your lessons learned and best practices and share them with your team and organization.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Hamed Rezk ,MBA, CIA®, ASMEC®, CCRO, CRMP, GRCP, CCP, CLBB

Regional Chief Risk Officer | Driving Growth for 200+ Companies | Executive Risk Committee Chair | Helping You Excel in Credit, MSMEs, GRC, Training, and Consulting | Lecturer | Open to Networking and Collaboration
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In a crisis, clear communication is vital. As CRO, I prioritize a multi-channel approach. First, identify stakeholders: investors, employees, media. Then, tailor messages. For time-sensitive updates, internal alerts and social media are key. For in-depth explanations, consider town halls or video messages. Regular briefings with media maintain control of the narrative. Remember, transparency builds trust during a crisis.

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What are the best channels and tools to communicate with your stakeholders during a crisis?

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1 Identify your stakeholders

2 Choose your channels

3 Select your tools

4 Craft your messages

5 Monitor your feedback

6 Evaluate your outcomes

7 Here’s what else to consider

Operational Risk Management

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